Technical Service Representative - Hybrid

Flexcon•Spencer, MA

1d•$55,598 - $92,663•Hybrid

About The Position

Flexcon Company, Inc. is a purpose-driven innovative company. A global, family-owned manufacturer of coated and laminated films and adhesives, products are used as functional components in manufactured goods and in graphics applications. Since 1956, Flexcon has supplied products for a wide range of industries including packaging, medical devices, automotive, durable labeling and more. We are currently seeking candidates to fill a Technical Service Representative role that primarily works with our Key Strategic Accounts. Technical liaison between Flexcon and our strategic customers providing expert guidance and knowledge in material development, material selection, material processing and application expertise in the design of custom product constructions. Interacts with Customer Service, Sales, Business and Market Development, Product Development, Innovations, Quality, Purchasing, Flexcon Suppliers and Co-Suppliers on a daily basis to develop and commercialize new business opportunities at existing and new accounts. Works with Sales and Customers to optimize the Flexcon and strategic customer relationship by proactively recommending and helping to quality more cost-effective standard product alternatives to replace non-value add custom Tweaks and/or custom constructions.

Requirements

4 years Business/ Technical/ Marketing Degree or equivalent work experience
Previous Technical Service experience in manufacturing, preferred. Background in polymeric materials technology, a plus.
Use of ERP systems, Oracle preferred, Salesforce and understanding tweak processes.
Travel up to 10% of the time

Responsibilities

Technical Service Representative for the Key Strategic Accounts
Responds to Technical Service inquiries.
Responds to inquires requiring development of custom products from customers, sales, colleagues, and distribution personnel. Responsible to verify that stocked product options have been explored and documenting for Market and/or Product Development the reasons why a custom product is appropriate for the application via established Flexcon guidelines.
Provides expert product knowledge on standard and custom product recommendations, prepares quotes and coordinates trial/sample orders
Is knowledgeable with products and the components and has understanding of the competitive products (price/performance) against which they compete. This knowledge is used to develop product pricing and to establish the BOM for new products. In addition, the individual generates trial orders and works with lab personnel to provide lab samples for customers' evaluation.
Works with Leadership, New Business Development, Product Management, Sales and Sales Management as the internal coordinator of identified and approved opportunities.
Develops opportunities by researching and identifying potential products for applications.
Works closely with internal teams to develop and commercialize products to supplement and/or replace stocked offerings when gaps are found or new opportunities or cost saving opportunities are discovered.
Responsible for taking a lead role in the product development process from request to completion on lower complexity, smaller volume and shorter timeline projects.
Works closely with Product Development Engineers, Product Managers and Manufacturing using the approved “tweak” process to develop and sell custom product constructions using commercial components and commercial processes that have not previously been put together.
Works closely with our labs establishing meaningful test protocols (industry and or customer specific), submitting requests, interpreting results and providing customers with appropriate information with use of competitive controls if/when applicable.
Does product ID’s, submits lab requests for testing for new products to meet customers' requests. Responsible to interpret lab findings and provide written communication to customers.
Documents to lab performance related customer complaints, submitting appropriate lab request(s) for complaint investigation. Responsible to interpret lab findings, confirm the report results, address the customer issue and provide written communication to customers on outcome of investigation. If lab findings are not consistent with the customers reported issue or the customer is not satisfied with the response, the Technical Representative is responsible to work with the labs, sales and customer to acquire the additional information and/or samples required responsible to work with the labs and customer to further investigate the issue. Reviews issue and resolution with colleagues to prevent recurrence.
Proactive project follow-up with strategic customers and/or sales on lab samples and/or trials to determine level of success and if the trial will result in an order. If not, understanding and documenting the reason for the lost sales opportunity and if appropriate offering alternatives to secure the next order.
Works closely with Customer Service on selected assigned accounts to proactively solicit new business opportunities based on compatibility of Flexcon and customers business vision.
Works collaboratively with quality on implementing corrective action for customer complaints by investigating issues, defining root cause and developing solutions in a team environment to ensure company-wide corrective action implementation if appropriate.
In addition, works collaboratively with the lab and manufacturing to correct problems that exist with our products.
Actively participates in Quality Improvement Teams.
Continually expands upon product/technical knowledge by participating in educational opportunities when appropriate.
Takes opportunities whenever possible to learn from lab or work closely with manufacturing to learn more about our capabilities, attends internal or external seminars, trade shows, product update sessions, and customer visits.
Stays updated and knowledgeable in converting/equipment technology and end use applications.